At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work - and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.
The HR Service Center Business Process Analyst plays an integral role in the Northrop Grumman HR Service Center, analyzing knowledge management content within ServiceNow to increase effectiveness of the articles content to answer questions from customers. The incumbent will work directly with the HR Service Center teams to review resolved escalations to identify the root cause of missed self-service opportunities for employee and manager. Evaluate current and develop new knowledge article content to eliminate future escalations or misdirection's caused by lack of article content while keeping in mind the goal of what steps and actions need to be taken to reduce the call volume and drive self-service. The Business Process Analyst serves as a consultant and initiator of actions and tasks to update article content in all areas the HR Service Center supports which includes HR, Payroll, Managers assistance, Learning Management, Business Travel, and contractor support. The Business Process Analyst also represents the HR Service Center on various Enterprise-wide initiatives, helping to drive operational efficiency and enhanced user experience by ensuring the knowledge management system and complementary applications drive employee and manager self-sufficiency to reduce call volume to the HR Service Center. This role requires tact, persuasion and/or negotiation skills to yield an optimum resolution for all key stakeholders in a timely and efficient manner. Incumbent must possess strong interpersonal and communication skills both verbal and written; be able to demonstrate objectivity and be results driven; be able to manage multiple priorities and show initiative and creativity; be able to anticipate problems, deal with difficult situations and communicate appropriately with all levels of customers; be a self-starter and self-directed.
This position is located in Irving, TX with the opportunity for hybrid telework. Teleworking arrangements are subject to change based on the needs of the business.
Job Responsibilities:
- Manage regular reviews with various SMEs to maintain accuracy and conciseness of articles and documents.
- Participate on cross-functional projects or initiatives collaborating with subject matter experts (SMEs) to develop relevant knowledge articles associated with services supported by the HR Service Center.
- Continuously monitor/review knowledge articles and apply improvements or updates with content owners.
- Write or revise focused knowledge articles using the appropriate templates, standards, and guidelines.
- Collaborate with subject matter experts ensuring content is simple, thorough, and accurate.
- Proofread and edit other writers' content and document for consistency, translating content into customer centric and easy to understand language.
- Keep knowledge articles and other internal content accurate and up to date, proactively assessing content to make improvements.
- Serve as auditor for resolved, poorly resolved or escalated cases to determine if the knowledge articles need to be updated to allow correct information to be delivered to managers or employees.
- Continually test Edison AI and the Employee Service Portal to enhance and build the artificial intelligence comprehension capabilities to ensure accurate delivery of relevant information to employees and managers.
- Monitor cases to ensure timely resolution and customer satisfaction.
- Assess HR Service Center contact volume and other performance trends to determine gaps in knowledge management content and accessibility for customers or HR Service Center agent to quickly access answers to questions.
- Work with key stakeholders internal and external to HRSC to obtain information, troubleshoot issues, provide feedback, and otherwise ensure HRSC is fully equipped to support associated service areas and topics with clearly written knowledge Management Articles.
- Establish and maintain relationships with various HR Centers of Excellence, vendors, and other internal stakeholders, improving partnerships within applicable organizational area and enhancing the customers experience with the HRSC.
- Identify opportunities for improvement, training gaps, and other factors impacting HR Service Center agents' ability to respond to inquiries accurately via use of Knowledge Management tools.
- Identify opportunities for customers to use and enhance self-service to reduce call and Chat volume and find answers quickly while searching the Knowledge management articles.
- Develop solutions to a variety of problems of moderate scope and complexity.
- Serve as owner of assigned knowledgebase articles and process documentation, ensuring timely and regular updates to help drive service performance.
- Provide feedback to internal HR Service center resources in effort to address service inquires, expand knowledge, and / or improvement opportunities.
- Monitor customer satisfaction survey feedback - handle customer follow-up, assess trends, and work with appropriate resources to address opportunities for article improvement.
- Contribute to completion of organizational projects and goals as means of driving operational efficiency and customer satisfaction.
- Serves as point of contact with the HR Service center when knowledge articles are owned by the HR Centers of Excellence and the HR Service Center responds to those inquires.
- Communicate with leaders, peers, HR practitioners, HR Service Center employee's and others to enable consistent and timely flow of relevant information.
Basic Qualifications:
- Bachelor's degree with minimum of 3 years of HR Service Center experience OR Master's Degree with a minimum of 1 year of HR Service Center experience.
- Experience with Service Center Technologies, Workday, Interactive Voice Response, ServiceNow HR case management and knowledge management.
- Familiarity in the use and testing of chatbots.
- Experience applying concepts, and principles to resolve inquiries / solve business problems.
- Experience applying advanced policy interpretation to help develop knowledge article solutions or determine appropriate handling.
- Experience making independent decisions regarding moderate to complex problems.
- Experience in a highly service-oriented/customer obsessed role.
- Experience working independently with minimal supervision.
- Ability to manage and complete projects which encompass change management, communications, and implementation plans.
Preferred Qualifications:
- Advanced knowledge and use of MS Office products - Word, Excel, Visio, etc.
- Knowledge of Northrop Grumman HR Service Center practices, technology, and standards.
Salary Range: $75,700 - $113,500
The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.
Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.
The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.
Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions.
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